Cannot Access Account
If you or your team members are stuck at the login screen, follow this checklist.
1. "Invalid Credentials" Error
- Check Caps Lock: Passwords are case-sensitive.
- Browser Autofill: Sometimes browsers save old/wrong passwords. Try clearing the field and typing manually.
2. Password Reset Not Working
If you clicked "Forgot Password" but didn't receive an email:
- Check Spam/Junk folders.
- Wait 5 minutes. server queues can sometimes cause delays.
- Ensure you entered the email address exactly as registered (e.g.,
john.doe@company.comvsjohn@company.com).
3. "Account Locked"
For security, 5 consecutive failed attempts trigger a 15-minute lockout. You must wait for the timer to expire. Admins cannot override this timer (security feature).
4. SSO Issues
If logging in with Google/Microsoft, ensure your browser allows pop-ups and third-party cookies for the authentication token to pass through.